voice of the customer Archives

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Customer Journey Mapping

Empower your teams to make customer-focused change

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Measure and design experiences for emotion

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Act on customer feedback and design customer-centric processes

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Connect operational decision-making with customer feedback

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Results that focus on the outcomes you seek to bring ongoing success

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Resources to empower CX practitioners to tackle today's challenges

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B2B Journeys (or B2B2C)

Customer Experience Vision

Customer Journey Mapping

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CX Program Strategy

CX Technology

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

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Voice of the Customer

Books

Do B2B Better

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Speaking

Partners

About

About Us

Learn about our mission, values, and team of experts

Do B2B Better Conference

Learn about our annual B2B customer experience conference

Services

Customer Journey Mapping

Empower your teams to make customer-focused change

Journey Health Score

Show the health of the journey and measure improvements

Emotional North Star

Measure and design experiences for emotion

CX Program Consulting

Assess your program maturity, build your CX roadmap, and drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Voice of the Customer Services

Connect operational decision-making with customer feedback

Results

Case Studies

Results that focus on the outcomes you seek to bring ongoing success

White Papers & Reports

Resources to empower CX practitioners to tackle today's challenges

Blog

B2B Journeys (or B2B2C)

Customer Experience Vision

Customer Journey Mapping

Customer Personas

CX Program Strategy

CX Technology

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Metrics & ROI

Surveys & Feedback

Voice of the Customer

Books

Do B2B Better

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Speaking

Partners

06/17/2021

Don’t “Go the Extra Mile” in the Wrong Direction!

By Jim Tincher

05/12/2021

Follow the Chain of CX Value to Drive Impact

By Jim Tincher

02/18/2021

What Is a Living Journey Map?

By Shawn Phillips

01/16/2021

Fitbit Proves Rich Emotions Can Overcome Poor Quality

By Jim Tincher

01/08/2021

Fun Read/Flawed Approach (Book Review)

By Jim Tincher

10/23/2020

3 Tips to Manage the Voice of the Last Lost Customer

By Jim Tincher

10/15/2020

What’s in a Name? Your Ability to Please Your Customers

By Jim Tincher

11/07/2019

Ideas are Your Fuel for an Improved CX

By Jim Tincher

07/25/2019

What Makes a Great Customer Experience Leader

By Jim Tincher

03/28/2019

Defining Scope: Should You Map an End-to-End Journey or a Specific Sub-Journey?

By Nicole Newton

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